ChannelNet appoints new VP of customer support and services

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ChannelNet, a customer acquisition, retention and conquest digital services provider, has appointed Molly Smith as VP of customer support and services.

Smith has more than a decade of customer relationship and change management experience and will be responsible for all support of the ChannelNet brand and channel partner programs. These include Saks Fifth Avenue, Benjamin Moore’s retail store website and contractor referral program, Hunter Douglas’ dealer website program, and automotive solutions for Hyundai, Kia, VW, Audi, BMW, Ally and numerous other digital programs. In her new role, Molly is charged with partnering with the brands to institutionalize changes across their organization and sales channels.

“As the VP of customer support and services, Molly is charged with generating leads and walk-in traffic for companies that operate in a multichannel sales model; taking on additional responsibility for our clients and their channel partners’ program successes, a rapidly growing and increasingly important aspect of our business,” said Paula Tompkins, CEO and founder of ChannelNet. “She is an expert at evaluating and designing marketing campaigns and processes to ensure both the field organizations and the sales channels have the support they need.”

Smith was most recently the director of ChannelNet’s eBusiness Support Center. She retains responsibility for the eBusiness Support Center, a team responsible for a wide range of support needs such as marketing program enrollment, program compliance monitoring, search engine optimization, vanity domain optimization, social media, email marketing campaigns, inbound problem resolution and outbound communications including phone and email support, help desk and support services such as training, content management, asset creation, user guides, trade show support, copywriting, reporting, and technical trouble shooting.

“Ensuring that brands and their sales channels are synchronized is a critically important part of a multichannel marketing strategy,” said Smith. “My goal is to provide a high-touch level of support for all 15,000 websites we administer to ensure our client’s and their sales channel partners are successful.”
Her previous experience includes frontline support, training, and leadership positions with several automotive suppliers, including EDS.